Service Delivery Manager

As our Service Delivery Manager, you will play a key role in ensuring the delivery of effective Operational service within our Tech function. You will play an active part in Major Incident Management, Service Reviews for Tier 1 suppliers, ensuring that our Tech Department meets its SLA with the business, internal customer reviews and business wide communication related to operational service and stakeholder management. Additionally, you will support IT Admin on invoicing, Group Procurement on Service Relationship Management and will provide input to the Cyber & Operations Director for the IT budget. Typical duties include (not limited to): - Support the GTS Service & Operations Manager with any escalations regarding incidents, service requests or problems related to the GTS trains - Perform Ticket triage across all GTS train queues, reporting on trends and SLA breaches and escalating to team and train Product Managers/Product Owners - Monitor all GTS train helpdesk queues for level 2 & level 3 alerts - Work closely with all GTS train helpdesk queue owners to ensure that knowledge transfer is provided so that ticket allocation on 1st attempt improves and ensure effective service introduction from trains into the GTS Service Desk manager and IT Service Desk. - Work closely with all trains on release management improvements and feedback any business concern or lessons learned from incidents caused because of a release. This role would suit someone who thrives in a fast-paced operational environment, enjoys owning complex incident and ticket workflows, and is confident engaging technical teams, suppliers, and business stakeholders to protect service quality and SLAs. It would particularly appeal to a detail-focused, analytically minded communicator who can balance hands-on service management and major incident coordination with governance activities such as reporting, budgeting input, invoicing support, and supplier relationship management. Applicants with a blend of the following experience will be highly regarded: - Experienced Service Management professional - ITIL V3 Foundation / Intermediate qualified - Expert knowledge of, and extensive experience of working within, an ITIL best practice aligned framework/environment - Experience of leading the implementation of ITSM standards and processes - Experience of driving and managing continual service improvement (CSI) plans - Quality and compliance driven - Demonstrable relationship management skills - A flexible and adaptable approach to working - Excellent written and verbal communication skills - Excellent analysis and problem-solving skills - Excellent customer facing skills - Self-motivation and able to take responsibility - Able to demonstrate initiative and a proactive approach